IMPROVING PATIENT EXPERIENCE AT RUMAH SAKIT PUSAT PERTAMINA OUTPATIENT CLINIC TO COMPETE IN THE ERA OF MILLENNIALS

• Main Author: Annisa
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/42519
• Institution: Institut Teknologi Bandung

The Millennial generation is the largest in the Indonesian history and as they reach their prime working and spending years, their impact on the economy is going to be huge. The Indonesian healthcare industry witnesses that Millennials are becoming more engaged in seeking the most effective and economical healthcare services that suit their needs and expectations. Patient experience is found to be a critical differentiator in healthcare now and into the future. Despite those challenges and opportunities in Indonesian healthcare industry, Rumah Sakit Pusat Pertamina (RSPP), a private hospital with great reputation and image, is facing a decline in its outpatient clinic’s number of visits for the last four years. This research aims to increase RSPP outpatient clinic’s number of visits by solving the problem that cause the declining number of visits. This research will use primary data collected through interview with RSPP management and questionnaire for patients designed with Porter’s value chain framework adapted for hospitals. The research found that to increase its outpatient clinic’s number of visits, RSPP needs to eliminate the gaps between existing patient experience and expectation by implementing an integrated enterprise resource planning, and grab new customers from the Millennial generation.